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Procure to Pay Suite 
Energy Suite
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CLIENT SUCCESS STORY
Biltmore Farms, LLC
Develops commercial, multifamily and hospitality properties in North Carolina.
Facility Manager and CommercialCafe streamlined maintenance service chargebacks, reduced errors and improved our tenant and resident relationships.
Anthony Sutton
Director of Information Systems, Biltmore Farms, LLC
The Yardi single solution stack enables relevant reporting and forward-looking insights that facilitate better business decisions.
Anthony Sutton
Director of Information Systems, Biltmore Farms, LLC
Products featured
The company
Biltmore Farms, established in 1897 and based in Asheville, North Carolina, encompasses commercial and multifamily properties in the western part of the state, along with four hotels in the Asheville area. By integrating business, living and entertainment, Biltmore Farms creates vital community spaces that offer a small-town sense of convenience and connection.
The challenge
Lag times from limited communication
Biltmore Farms lacked a robust tenant communication system to manage maintenance requests, actions and billing.
“Technicians were not receiving real-time data and had to return to the office before being redeployed, which created lag times in resolving issues,” recalled Anthony Sutton, director of information systems for Biltmore Farms.
The solution
Facility Manager & CommercialCafe
Biltmore Farms adopted Yardi Facility Manager, which automates work order scheduling and management, and CommercialCafe, a portal for online communication between tenants and maintenance staff. Both solutions serve the company’s multifamily and commercial properties.
The story
Better service & CAM insight
Facility Manager made Biltmore Farms’ maintenance more efficient by automating work order prioritization. If a work order comes in, a technician in proximity to the job can accept it without having to return to the office or another location. The solution’s integration with CommercialCafe enables technicians to communicate work order status with residents or tenants as the job happens.
By eliminating the time and errors associated with manual data entry, Facility Manager and CommercialCafe reduced the tenant/resident chargeback process by several hours per week. Facility Manager also automatically tags the service request customer, clarifying itemized charges.
“Being able to instantly receive common area maintenance charges is another CommercialCafe feature that has been highly beneficial to our commercial property tenants. They can see and understand what they’re paying for without having to spend time asking us,” Sutton said.
Biltmore Farms continues to benefit from its Yardi current solutions while adopting new ones to meet emerging business needs. “One of the best things about Yardi is that their knowledge base continually grows. If there isn’t a solution today, there will be tomorrow,” Sutton said.
The benefits
Biltmore Farms reduced its maintenance technician staff by 20% with no reduction in service. It also enabled instantaneous chargebacks for maintenance jobs that previously required hours and enhanced tenants’ understanding of their common area maintenance charges.